- Continue to provide remedies to consumers until all products are accounted for.
- Tell us when all products have been accounted for.
- When not all products can be retrieved or accounted for - tell us when and why you think your recall has removed the risk from consumers and you want to finalise your recall. We will consider the next steps.
- Update your recall plan to include any lessons learned from the recall.
Consider if you have done enough
We understand that it is not always possible to achieve a 100% return rate for all recalls.
When you cannot retrieve all affected products, you need to decide if you have done enough to reduce the risk to consumers.
Some reasons that you should consider are:
- Has your product caused an injury or is it continuing to cause injuries?
- What is the likelihood that the products still with consumers will fail? You can test the recalled products that are returned to you to find out.
- Have you taken all reasonable steps to remove the risk to public safety that was caused by the affected product?
Ask yourself - Have I:
- communicated well with suppliers in my supply chain, so that they understand the recall process by returning the product back to me?
- communicated well with consumers, which included advertising multiple times using a range of communication channels?
- achieved a return rate that fits the risk to consumers and the lifespan of the product?
- worked out the failure rate by testing a sample of the returned product to see how many were likely to cause an injury if they were still in use?
Even if the recall is finalised, you may be required by law, including the Australian Consumer Law, to continue to provide remedies for your affected product.
Our actions when a recall is in the final stages
Review and update your recall plan
Review your recall plan. Incorporate what you have learned about the process to make it more effective in case there is a next time.
Review and update your recall plan after your recall has been closed or moved to ‘not reporting’ status.
Some businesses conduct ‘mock recalls’ to test the recall plan and train staff in using the plan.
- communication methods: what messages did customers respond to, what did not work
- internal procedures: quality assurance programs, internal policies or training, record keeping, your ability to track and trace your products in the supply chain
- what actions you took for this recall and the issues you solved.
You can also tell retailers and suppliers about how successful the recall was and what improvements you are making to your recall plan. Ask businesses in the supply chain for feedback to make future recalls more effective and easier to manage.